Sr. Product Manager - Case Management & Agent Experience

Autodesk, Inc; Karnataka; On-site; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Salary transparency

Belonging culture

In‑person onboarding

Job summary

Autodesk, Inc. in India’s Karnataka region is seeking a Senior Product Manager to own Salesforce Case Management and the broader agent support platform.

You will define the roadmap, modernize agent workflows, and ensure strong integration with upstream and downstream systems. The role requires deep Salesforce Service Cloud and Case Management experience, strong platform thinking, and the ability to drive prioritization across product areas while collaborating with Engineering, Architecture, and

Qualifications

• 7+ years of hands-on Product Management experience
• Strong Salesforce Service Cloud expertise for case lifecycle, data model, and agent workflows
• Platform thinking with integration across systems and end-to-end ownership
• Experience guiding AI-enabled support initiatives with measurable outcomes
• Ability to partner across Engineering, Architecture, Operations, and business teams

Responsibilities

• Own the product strategy and roadmap for Salesforce Case Management and the agent support platform
• Define data flows, lifecycle events, ownership, escalation, and reporting for Case Management
• Drive modernization of legacy workflows and simplify agent experiences
• Define reusable integration patterns across upstream and downstream systems
• Prioritize tradeoffs across platform health, agent productivity, and technical debt
• Shape AI-assisted capabilities like summarization, intent detection, and guided troubleshooting

Skills

Product Management

Salesforce Service Cloud

Platform thinking

AI integration

Cross-functional leadership

Tools

Salesforce

Job description

Job ID26WD101159DepartmentProduct ManagementJob Requisition ID #26WD101159Position OverviewWe are looking for a Senior Product Manager to own Salesforce Case Management and the broader support platform experience. This role will drive the Case Management strategy and roadmap, modernize agent workflows, and define how Salesforce integrates with upstream and downstream systems.Strong Salesforce Service Cloud and Case Management experience is essential, along with platform product thinking, integration knowledge, and the ability to make clear prioritization and ownership decisions. The role will also help shape AI-assisted support and agent productivity capabilities, working closely with Engineering, Architecture, Operations, and other Product teams.ResponsibilitiesWhat You Will OwnOwn the product strategy and roadmap for Salesforce Case Management and the agent support platformApply strong Salesforce Service Cloud expertise, especially around the case lifecycle, data model, agent workflows, ownership, transfer, escalation, and closureDefine the end-to-end Case Management product contract, including what data Salesforce receives, stores, exposes, routes on, and reports onDrive the modernization of legacy case workflows and simplify fragmented or manual agent experiencesDefine reusable integration and workflow patterns across upstream and downstream systems instead of creating one-off solutionsPartner closely with Engineering, Architecture, Routing, Taxonomy, and business teams to define MVPs, dependencies, acceptance criteria, and measurable outcomesOwn prioritization and product tradeoffs across platform health, agent productivity, technical debt, and future Salesforce transformationAI and Intelligent SupportDefine where AI should assist agents and where deterministic workflows should remain in controlShape AI-assisted capabilities such as summarization, intent detection, sentiment signals, recommended actions, similar case suggestions, and guided troubleshootingDefine data requirements, evaluation criteria, confidence thresholds, fallback behavior, and human-review guardrailsPartner with Data, AI, Engineering, and Architecture teams to ensure AI capabilities are measurable, grounded, and production-readyEnsure AI outputs improve the actual Case Management workflow and agent experience rather than becoming isolated demos or creating additional noiseProduct Leadership ExpectationsStart with the customer or business problem and challenge vague solution requests before committing engineering capacityMake strong prioritization decisions and clearly distinguish true platform needs from incremental enhancementsDefine clear ownership boundaries across Case Management, routing, integrations, taxonomy, and business systemsBring recommendations, tradeoffs, and measurable outcomes to leadership rather than only presenting optionsMinimum Qualifications7+ years of hands-on Product Management experience or equivalent domain experienceApplies deep Product Management principles and strong Salesforce Service Cloud expertise to solve complex Case Management, agent workflow, and support platform problemsConnects customer, agent, operational, technical, and business needs into a coherent product strategy and roadmapUses data, customer insights, operational signals, and sound judgment to prioritize work and make decisions when information is incompleteLeads complex cross-functional initiatives across Product, Engineering, Architecture, Data, AI, Operations, and business teams without requiring day-to-day directionIdentifies opportunities to simplify existing processes, retire unnecessary complexity, and create scalable platform capabilities instead of one-off solutionsActs as a trusted product partner to Engineering and Architecture while maintaining clear ownership of the problem, customer outcome, product requirements, and success measures#LI-PK1Learn MoreAbout AutodeskWelcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!Salary transparencySalary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.BelongingWe take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belongingIn-Person Onboarding and Identity VerificationThis role may require in-person onboarding and/or in-person ID verification.